Our Commitment

The Ghana Cocoa Board (COCOBOD) is committed to ensuring that stakeholders' concerns and complaints are heard and addressed in a timely and efficient manner. A four-tier Feedback and Grievance Redress Mechanism has been established, providing a structured framework for reporting and resolving grievances.

Our Four-Tier Structure

The framework is structured in four levels to ensure comprehensive coverage and accessibility:

1
Community/Society Level

Initial Level for local grievance resolution

2
District Level

District coordination and grievance resolution

3
Regional Level

Regional coordination and grievance resolution

4
National Level

National grievance oversight and Judicial System

FGRM Structure Diagram
Figure: Levels of the Feedback & Grievance Redress Mechanism

Committee Composition

Level Committee Members
Society
  • Community Extension Agent (Chairman)
  • Chief of the community or representative
  • Chief Farmer
  • Leader/Representative, Cocoa Farmers' Cooperative
  • Women's Representative
  • Leader, Youth in Cocoa Initiative
  • Assemblyman/Unit Committee Chairperson
District
  • District Cocoa Officer (Chairman)
  • Traditional Council Representative
  • District Chief Cocoa Farmer
  • LBC Representative
  • District NADMO Coordinator
Regional
  • Regional Manager, CHED (Chairman)
  • Traditional Council Representative
  • Regional Chief Cocoa Farmer
  • LBC Representative
  • Regional NADMO Coordinator
  • Regional EPA
National
  • Chief Executive
  • ESMS Manager

How to Submit a Complaint

Stakeholders can submit complaints through various convenient channels:

In Person

Visit your Community Extension Agent

Telephone

0302-678-979

Post

Ghana Cocoa Board
P.O. Box 933, Accra, Ghana

Email

research.department@cocobod.gh

Important: All formal complaints can also be sent to the ESMS Coordinator at research.department@cocobod.gh

The Grievance Resolution Process

Once a complaint is received, it follows a structured resolution process:

1
Registration

Registered on the online FGRM by a Receiving Officer

2
Assignment

Assigned to a Resolution Team/Committee at the relevant level

3
Resolution

Resolved and communicated to the Complainant through the system

4
Escalation

Escalated to the next level if not resolved at the current level

Monitoring and Quality Assurance

Monthly or periodic reports will be generated from the system to monitor progress and ensure quality assurance. By providing a transparent and efficient mechanism for addressing grievances, we aim to build trust with our stakeholders and continuously improve our services.